L1/L2 Support Engineer

JD & Skillset for (L1/L2 Support Engineer)

Key Responsibilities

• Monitoring & Operations Management: Monitor application, infrastructure, and network health through dashboards and monitoring tools (Grafana, Kibana, Nagios, etc.).

• Incident Management & Triage: Validate & analyze the issues reported by customers, business users, or automated monitoring systems.

• Troubleshooting & Resolution: Perform initial troubleshooting using approved SOPs, runbooks, and knowledge base articles.

• Ticket Management: Manage incidents, service requests, and problem tickets through ticketing tools (Jira, GLPI).

• Escalation Management: Escalate complex issues requiring advanced technical expertise to L2 / L3 teams, development teams, vendors, or infrastructure teams.

• Stakeholder Communication: Provide timely status updates & clear communication to business teams, customers, management, and technical stakeholders during incidents / issues.

• Service Recovery Validation: Perform sanity testing and functional validation after issue resolution. Confirm service restoration before incident closure.

• Change & Release Support: Support production deployments & application releases, support patching, upgrade, and maintenance windows.

• Problem Management & RCA: Perform Root Cause Analysis (RCA) for recurring incidents and major outages. Maintain Known Error Database (KEDB) and troubleshooting documentation.

• Automation & Continuous Improvement: Support scripting and automation initiatives to improve operational efficiency; update SOPs, runbooks, and knowledge management repositories regularly.

• Capacity, Performance & Availability Management: Monitor system performance, capacity utilization, and infrastructure health. Recommend scaling requirements and performance improvements.

• SLA & Operational Compliance: Track incident response and resolution times. Identify and highlight SLA risks proactively.

Technical Skills Required

L1 Support Engineer

• Basic Linux/Windows administration.

• Understanding of monitoring tools (Grafana, Kibana, Prometheus).

• Basic SQL query execution and validation.

• Understanding of APIs and log analysis.

• Ticket management experience.

• Knowledge of incident and change management processes.

L2 Support Engineer

• Advanced troubleshooting capabilities.

• Strong Linux/Unix system administration.

• SQL and database troubleshooting.

• Log analysis and performance diagnostics.

• API debugging and integration troubleshooting.

• Scripting knowledge (Shell, Python, PowerShell).

• Experience with application support, cloud platforms, and middleware technologies.

Responsibility Split

L1 Support

• Monitoring and alert handling

• Ticket creation and categorization

• Initial troubleshooting

• Incident triage

• User validation

• Basic service restoration

• Stakeholder status updates

• Escalation to L2/L3

L2 Support

• Advanced troubleshooting

• Log and database analysis

• Root cause investigation

• Workaround implementation

• Change and release support

• Problem management

• RCA preparation

• Performance tuning recommendations

• Coordination with L3/Development teams